Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

PSAM Manager, ASfP – ASIA

The PSAM Manager is responsible for successfully leading a Partner Success Account Management (PSAM) Team towards high quality engagements with clear business impact and high partner satisfaction. The role is on point to drive operational and delivery excellence as well as business engagement with key stakeholders in countries across the ASIA region.

Note: This position is based in Bangalore/India (pref. site) or Noida/India.

Our Global Advanced Support for Partners (ASfP) delivery LOB is geographically distributed; we speak many languages and we come from a variety of cultural backgrounds.

Advanced Support for Partners (ASfP) is a Managed Services offering; designed for partners and their customers to be successful in their Digital Transformation via access to proactive services, consultations, and elevated support benefits.

• The Partner Success Account Manager (PSAM) is responsible for building and maintaining a direct and strong relationship with some of our strategic, high profile and complex Dynamics and Cloud Partners.

• They are the primary point of contact and perceived as a trusted advisor regarding any Service, readiness, or technical needs the Partners may have.

• Our aim is to help Partners sell more, deploy better, and escalate less. We work proactively with the Partners to support them in building their Cloud technical capability to increase their capacity and create a technically enabled, best in class Cloud business.

We are looking for a passionate individual with a growth mindset – a comprehensive customer service, commercial/sales, and people management experience – who wants to become an integral part of the Global Partner Enablement organization. A leader with a strong desire to help Partners and internal stakeholders see the value of the Advanced Support for Partners offering and deliver on our vision to be the preferred Partner Success offering, and to scale and accelerate growth in all markets worldwide.

The PSAM Manager’s responsibilities

The responsibilities below outline the crucial activities that this role will be accountable for and to help transform the Partner ecosystem:

• Lead a team of PSAMs orchestrating Partner scenarios that range from simple to complex in both technical and business terms. Partner issues/questions/engagements include (but not limited to); readiness, pre-sales, architecture, competitive, proof-of-concept, RFP, deployment, break-fix questions & escalations

• Manage one of our ASIA PSAM teams; mainly based in India and servicing Partners across the ASIA Region

• Inspire, energize, and coach the team to transform Advanced Support for Partners to sell, deploy and support our cloud/mobile products and services

• Fully on point for People Management in the areas of hiring, retention, morale, and employee development

• Provide escalation management for issues raised by the PSAMs and their interactions with Partners

• Interface with multiple stakeholders, for example the Regional subsidiaries, Global Partners Services, BG leads, CPE leads, CSS EMEA Dynamics & OCP leads, local HR teams, Sales / Field leads, etc.

• Ensure appropriate policies, compliance and guidelines are adhered to.

• Conduct employee performance reviews/evaluations and regular development / career planning sessions and one-on-ones with employees

• Talent Management; be a great attractor and developer of diverse talent

• Obsessed about our Partners and Customers; Be an advocate and seek to understand their needs through regular engagements

• Operational Efficiency; maximize efficiency of teams to deliver on operational metrics, continuously improve and innovate delivery

• Business Development: Build relationships with key stakeholders in countries to engage and evangelize/sell our Partner offering to drive growth

Qualifications

Candidate Profile - Qualifications

• Good understanding and successful experience of Managing a Support, Services, Consultancy Business, or Sales team (be prepared to share proven results)

• Proven People Management / Leadership experience (minimum 5 years / 8-10+ FTEs)

• Strong customer and stakeholder relationship management skills and ability to interact with customers to enhance customer and partner experience

• Project management and hands-on project experience preferred

• Good partner, market and business knowledge, enhanced with a technical understanding of Microsoft business priorities

• Services industry experience and knowledge of competitive products is a plus

• Exposure to operational metrics and process adherence

• Ability to work across cultural and organizational boundaries and operate successfully in an intense business environment

• No mandatory education qualifications, however relevant Bachelor degree preferable

Knowledge & Skills

• Business influence experience and comprehensive exp. with the ASIA market

• Services creation / strategy / plans / implementation

• Possess strong Active Listening skills

• Excellent verbal and written communication skills

• English: Fluent business level or bilingual proficiency

• Ability to facilitate meetings, workshops etc., with diverse cultures

• Leading without line authority and working with v-teams

• Ability to analyze Partner challenges and their end customer business requirements

• Well-organized, with the ability to effectively prioritize/balance various workloads

• Strong experience on People, Sales & Service delivery management will be preferred.

Personal Attributes

• Impact & Influence

• Enabling change

• Strategic thinker

• Solution driven

• Managing complex situations

• Confidence

• Cross-boundary Collaboration

• Setting goals and expectations

• Analytical problem solving

• Building customer/partner relationships

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.